Transforming Healthcare through Compassionate Customer Service
At UnitedHealth Group, we're on a mission to help people live healthier lives and make the health system work better for everyone. As a leading healthcare organization, we understand the importance of delivering exceptional customer experiences, especially when it comes to sensitive topics like billing and insurance. That's where you come in - as a Bilingual Senior Customer Service Representative, you'll be the vital link between our customers and the care they need.
About Us
Optum, a part of UnitedHealth Group, is a global organization that combines cutting-edge technology with a passion for improving healthcare outcomes. Our team is dedicated to connecting people with the care, resources, and support they need to thrive. We're committed to fostering a culture of diversity, inclusion, and collaboration, where talented individuals can grow and develop their skills.
Job Overview
As a Bilingual Senior Customer Service Representative, you'll be the face of our organization, providing top-notch support to customers who speak English and Spanish. You'll handle a high volume of calls, emails, and written inquiries, resolving complex billing issues, and addressing customer concerns with empathy and professionalism. Your expertise will not only drive customer satisfaction but also contribute to the success of our team.
Primary Responsibilities
- Answer a high volume of calls from patients or their representatives, addressing billing inquiries, payment plans, and general customer concerns
- Process adjustments, refunds, and manual sales, while maintaining accurate records and updating customer information
- Evaluate and respond to written billing inquiries, including insurance-related issues and invoice updates
- Research and resolve complex billing issues and customer complaints, ensuring timely and effective solutions
- Maintain a tracking log of escalated patient correspondence, providing status updates to leadership as needed
- Perform all aspects of billing customer service, including navigating our Quest Billing System and web applications
- Uphold Compliance and HIPAA regulations at all times, ensuring the confidentiality and security of customer data
Requirements and Qualifications
To succeed in this role, you'll need:
- A High School Diploma or GED
- At least 2 years of customer service experience, preferably in a healthcare or medical office setting
- Fluency in both English and Spanish
- Familiarity with computer applications, including Windows PC and the ability to learn new systems
- Ability to work a flexible schedule, including occasional overtime, and adhere to our Telecommuter Policy
Preferred qualifications include:
- Prior healthcare experience, particularly in billing or medical terminology
- Knowledge of billing/finance and eligibility processes, practices, and concepts
- Proficient in translating complex healthcare jargon into simple, step-by-step instructions for customers
What We Offer
At UnitedHealth Group, we offer a comprehensive benefits package, including:
- A competitive salary, benchmarked against industry standards
- Incentive and recognition programs to reward your performance and dedication
- Equity stock purchase and 401k contribution plans to support your long-term financial goals
- Opportunities for career growth and development, including training and education programs
- A flexible work environment, allowing you to telecommute from anywhere within the U.S.
Our Culture and Values
We're committed to creating a culture that is guided by diversity, inclusion, and a passion for improving healthcare outcomes. Our team is dedicated to:
- Fostering a culture of compassion, empathy, and respect
- Embracing diversity and promoting inclusion in everything we do
- Driving innovation and excellence in healthcare, leveraging technology and expertise
- Building strong relationships with our customers, partners, and communities
Why Join Us?
By joining our team as a Bilingual Senior Customer Service Representative, you'll have the opportunity to:
- Make a meaningful impact on the lives of our customers, helping them navigate complex healthcare issues
- Develop your skills and expertise in a dynamic, fast-growing environment
- Collaborate with talented professionals who share your passion for delivering exceptional customer experiences
- Grow your career with a leading healthcare organization, with opportunities for advancement and professional development
Take the Next Step
If you're ready to make a difference in the lives of our customers and join a team that is dedicated to improving healthcare outcomes, we encourage you to apply for this exciting opportunity. With a comprehensive benefits package, flexible work environment, and opportunities for career growth, we're confident that you'll find a rewarding and challenging career with UnitedHealth Group.
Don't miss this chance to join our team and start making a positive impact today!
UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer, and we welcome applications from diverse candidates. We are committed to creating a culture that is inclusive and respectful of all individuals, regardless of their background, identity, or perspective.
Apply Now